Effect of Service Quality Dimensions on Customers’ Satisfaction in Case of Ethiopia

The objective of this study was to investigate the effect of service quality dimensions on customer’s satisfaction in case of werabe town municipality. The study reviewed relevant literature with the aim of establishing a gap which the research fulfilled. The researcher used descriptive research design with quantitative research approach in order to meet the objective of the study. The target population for this study was customers of werabe town municipality. To select sample respondents, probability sampling method was employed and 380 respondents were selected using Simple Random Sampling Technique. Methods of collecting data were structured and semi structured questionnaires. 281 questionnaires were used for this study and the data were analyzed using descriptive and inferential statistics. Pearson Correlation analysis shows that there was statistically significant positive relationship between the five independent variables at the .000 level (2-tailed) had positive and statistical significant correlation relationship with dependent variables in study area. The multiple linear regression of the study indicated that all service quality dimensions had statistically significant on customers’ satisfaction in werabe municipality and customers’ satisfaction was explained by 83.8% with all the independent variables. Independent variables are significant impact on dependent variables.